A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
plays a key leadership role in ensuring service excellence and operational efficiency within the Customer Service Center. This position is responsible for maintaining high-quality customer engagement by overseeing quality assurance programs, identifying process improvements, managing staff development, aligning workforce schedules with demand, and producing actionable performance insights. This role also serves as a strategic liaison between cross-functional teams, ensuring consistency in communication, responsiveness to customer needs, and alignment with organizational goals. The ideal candidate is highly organized, analytically skilled, and customer-focused with the ability to lead initiatives that enhance the overall customer journey.
JOB DUTIES AND RESPONSIBILITIES
1.
QUALITY ASSURANCE & PERFORMANCE MANAGEMENT
Monitor inbound and outbound calls, emails, chat, and web interactions to ensure compliance with service quality standards and brand tone. Evaluate written communications for professionalism and accuracy. Conduct internal audits of QA standards, documentation accuracy, and regulatory adherence. Track findings, provide timely feedback, and support corrective actions and coaching to ensure customer communications reflect evolving needs and expectations. 2.
PROCESS & SKILLS GAP IDENTIFICATION
Identify broken workflows, communication issues, and service delays that impact the customer experience. Recommend and help implement process improvements to enhance service delivery and reduce friction. Create and deliver onboarding and ongoing training programs, develop learning tools, and track outcomes using surveys, QA results, and KPIs. Collaborate with management to update training based on observed needs. 3.
WORKFORCE & SCHEDULING STRATEGY
Analyze call volume trends and season demand to recommend shift adjustments and staffing plans. Support scheduling coordination and advise on resource allocation to ensure consistent, high-quality customer coverage across all channels. 4.
KPI REPORTING, SYSTEMS & BUSINESS SUPPORT
Track and report on key performance metrics including service levels, handle time, and resolutions rates. Generate dashboards and reports for leadership. Act as a liaison for CRM, workforce management tools and billing platforms. Troubleshoot issues, support testing and upgrades, and ensure adoption of system best practices. Provide leadership in QA, training, and system support, and collaborate on strategic initiatives. 5.
COMMUNICATION STANDARDS & STAKEHOLDER ENGAGEMENT
Maintain and update response templates across written communication channels and align with brand standards. Coordinate with communication and administrative teams on message consistency. Represent the Service Center in strategic planning, partner with department heads on service protocols, and address high-priority customer needs. 6.
PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED. EQUIPMENT OPERATED
